Support & QA Specialist, Tax

This is a fully remote position, open to applicants in United States.

📋 Description

• Reproduce issues reported by customers step-by-step within Filed and the tax software utilized by firms.

• Create detailed Linear tickets that include precise steps, expected vs. actual outcomes, screenshots, and sample data.

• Respond to customer inquiries promptly and clearly in the support inbox.

• Troubleshoot technical problems and identify potential workarounds.

• Verify solutions before they are sent back to customers.

• Conduct regression testing following releases.

• Recognize patterns in tickets and flag any emerging issues.

• Facilitate collaboration between customers and the engineering team.

⛳️ Requirements

• Practical experience in QA or software testing: reproducing bugs and documenting them for an engineering team.

• Customer support experience using a ticketing system such as Pylon, Zendesk, Intercom, or Freshdesk.

• Background in tax through work at a tax or accounting firm, tax software company, or by preparing tax returns.

• Familiarity with at least one major tax platform, including CCH Axcess, UltraTax, Lacerte, ProConnect, Drake, or GoSystem.

• Bonus: experience with Linear or Jira, browser developer tools, or screen recording tools for capturing issues.

• A methodical approach to troubleshooting.

• Strong written communication skills.

• A curious mindset regarding technical challenges.

• Ability to provide calm and patient customer service under pressure of deadlines.

• Commitment to owning problems until resolution.

🏝️ Benefits

• Comprehensive platinum-level medical insurance fully covered for you, including 100% coverage for your dependents.

• Dental insurance.

• Vision insurance.

• 401(k) retirement plan.

• Paid maternity and paternity leave.

• A minimum of 30 days of paid holiday each year.

• Option to choose from the latest and most advanced computers.

• Budget allocated for home office setup.

• Company-wide offsite events every four months.

• Equity offers ranging from $33,340 to $100,020, depending on the salary/equity mix.

• Performance reviews conducted every four months.